Customer First Academy Lead (m/f/d)

Monitor uptake and success, continuously adapt, improve and extent to central and local needs. Build and govern the service & support partner certification program: Own the partner program end-to-end - design and run the certification tiers (Certified, Advanced, Premium) for more than 50 service and support partners. Enforce the principle that no partner employee enters customer contact without certification, and manage the partner fee model that cross-subsidises internal upskilling.

Measure and report learning impact against operational outcomes: Track a dual KPI set — Academy-internal metrics (completion rate >85% per PCU within 60 days, champion activation, participant NPS >50, annual recertification compliance) and operational impact metrics (FCR, Time-to-Competency, QA-pass-rate, incident severity compliance, customer NPS per PCU). Operate as the connective tissue between customer operations and HR: Partner with HR on compensation logic, certificate recognition and onboarding integration; brief and align the in-house trainer team for DE delivery and its international adaptation. What you bring: Several years of experience designing and running Service or Support training programs in a software company or comparable industry (e.g.

SaaS, B2B tech, healthcare IT) — you have built curricula that changed how frontline teams work, not just what they know Proven ability to balance central quality standards with local product and country specificity — you understand that a conversation methodology is the same in Germany and other countries while the product knowledge might be different. Experience in both strategic programme design and operational execution: you can write a curriculum architecture one day and quality-review a champion’s coaching session the next Familiarity with eLearning platforms (LMS), learning analytics, and modern blended-learning delivery — you know when asynchronous digital learning works and when it doesn’t Fluency in English is mandatory; German is strongly preferred; additional European languages are an asset given the international scope of the role What you can expect from us: Mobile Work: Work flexibly from home two days a week and on-site three days a week Attractive locations: Our offices offer fully equipped workspaces as well as regular events such as summer parties and Christmas celebrations Development: Our in-house academy and a portfolio of external partners support your professional growth Health: We place high value on health. At our in-house canteen in Koblenz, you’ll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on-site) And more: A daycare center on our CGM campus in Koblenz helps employees make their workday more flexible.

We also offer corporate benefits, the option of a job bike, company pension schemes, and much more Diversity is part of CGM! We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity. We are looking for people who recognize the power of AI in the eHealth environment, want to help shape change, and are driven by a curious passion to understand how technology can make healthcare smarter, simpler, and better.

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Fonte: Statistisches Bundesamt (Destatis), tabela; dl-de/by-2-0; cálculo da StarIn

Publicada em 01 de nov. de 2026